Job Summary
At Oz Lotteries, you'll be part of our frontline team, supporting players across phone, email, and live chat. Work with a dynamic Customer answer questions, resolve issues, and guide customers through our lottery products.
Base Pay Range
A$60,000.00/yr – A$63,000.00/yr
Responsibilities
* Provide friendly, efficient support to Oz Lotteries customers via phone, email, live chat, and Help Centre articles.
* Help manage the day‑to‑day operations of the inbound contact centre, meeting response time and quality expectations.
* Investigate and resolve customer queries and concerns in a timely and empathetic manner.
* Maintain accurate and up‑to‑date customer account records in our systems.
* Reconcile BPAY and Direct Debit deposits to customer accounts and process deposits that require manual review.
* Assist with general customer account management, including updates, queries and troubleshooting access or technical issues.
* Make outbound calls when needed to follow up on customer queries or support ongoing account management.
* Contribute to continuous improvement by sharing insights from customer interactions and participating in team planning and training sessions.
* Redirect external enquiries to the appropriate internal teams to ensure customers receive the right support quickly.
Qualifications
* Previous experience in a call centre or fast‑paced, customer‑focused environment.
* Confidence in dealing directly with customers, including complex or sensitive matters.
* Strong problem‑solving skills, including the ability to work through basic technical issues with customers.
* Excellent written and verbal communication skills, with a clear and professional style.
* Attention to detail and accuracy, particularly when updating customer records and processing payments.
* Ability to manage multiple queries and channels (phone, email, chat) while maintaining service quality.
* A proactive, solutions‑focused mindset and willingness to take ownership of customer issues through to resolution.
* Comfort working with customer support tools and CRMs (experience with platforms like Zendesk, Freshdesk or Intercom is highly regarded).
Benefits & Perks
* An Employee Assistance Program offering counselling and coaching sessions to improve well‑being.
* Focus on talent management, including career and skills development.
* An on‑site chef (Brisbane) who makes a fresh, gourmet lunch every day.
* Social activities – lunchtime chess, corporate games, soccer, Friday get‑togethers, The Joe Awards, quarterly team days, and events to celebrate DEI.
* Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.
Work Schedule
Permanent full‑time, based in the office, working a roster system of 5 days a week between Monday and Saturday with one Saturday per fortnight. Shifts include an even split between morning (8 am‑4:30 pm during non‑daylight saving periods or 7 am‑3:30 pm during daylight saving periods) and evening (11 am‑7:30 pm) throughout the rotation.
Location
Brisbane, Queensland, Australia
How to Apply
Initial shortlisted candidates will be emailed short online assessments (20 minutes). Candidates who are offered a position will be required to complete pre‑employment checks through Checkmate.
EEO Statement
We are a 2025 Circle Back Initiative Gold Employer – we commit to respond to every applicant.
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